I sometimes get this complaint from those customers that have a small ACD group. And what I find is that they aren't properly using the ACD feature. For example, agents not logged in, or they walk away from their desk while logged in, or they're on a non-acd call while logged in, or not answering an ACD call and the DK subsequently places them in unavailable. These places don't have an ACD supervisor that constantly monitors the agents activities so at times it dwindles down to only 1 or 2 agents logged in to take a call. If your customer has a small ACD group and no supervisor monitoring the agents then this might be what's happening and the user complaining feels as though she's getting all the calls first because she's probably the only logged in and available.